General FAQs
Renewing your insurance
We will send you a renewal notice at least 14 days before your insurance expires. This notice outlines our renewing terms for your insurance or if we are not offering renewal, we will advise you. You should check the details in your renewal notice and inform us of any changes, such as your address or payment arrangements. Unless you notify us in writing to the contrary, your cover will be automatically renewed for the following year.
Do you have a policy that covers minors?
The minimum age we insure at Velosure is 10 years of age for our Cyclist Liability Insurance. Unfortunately the minimum age for our Bicycle Insurance policies is 18 years of age.
How do I update my payment details?
You can either send us an email requesting a call back, or give us a call directly on (02) 8074 7800 and any one of our agents would be able to assist you. If you’re worried about security of your details, rest assured that we are able to stop the call recording on our secure telephone line while updating your sensitive private information.
Is there a minimum/maximum age for the person insured?
The minimum age we insure at Velosure is 10 years of age for our Cyclist Liability Insurance, and 18 years of age for our Bicycle Insurance policy.
The maximum age is 85 years. If you are older than 85 years and need to have your bike insured, please contact us and we will try to assist you.
What happens if I need to make a claim?
- Do what you can to prevent any further loss, damage or cost
- Report the incident or loss to the police if the event involves theft, attempted theft, malicious damage or impact
- Report the incident as soon as possible by calling us on (02) 8074 7800
Of course, you can also ring us first should you have any questions before implementing the formal steps above. It can be a confusing time and our team of patient, empathetic fellow cyclists can talk you through all that you need to do.
Do you only cover Australian citizens?
You can take out cover with Velosure even when you are not a Permanent Resident or Citizen. You do however need to reside or live in Australia when taking out cover and for the period of the policy in order to be covered. The bicycle and rider must also be in Australia at the time of taking out the cover.
Why have you declined to offer me insurance?
When developing our product, we establish criteria to ensure that we create a viable product which meets the needs of our customers. These criteria include:
- Your location
- Value of the bike
- Claims history
When we decline to offer you insurance, it’s because the information you have provided to us does not match our criteria. We will always provide you with the reasons why we have declined to provide you with insurance, so you understand our decision. We will also provide you with information about where you can go to find other insurers (such as from findaninsurer.com.au) that offer products similar to ours and that may be better suited to your needs. At any stage, you can contact us with any questions you may have about our decision. If you are not satisfied with our decision, you may also make a complaint, please refer to our Complaints Handling Process.